Case Study: Texas Department of Public Safety delivers 24/7 licensing support with Salesforce Agentforce

Texas Department of Public Safety boosts citizen support 105% in 90 days with Salesforce

The Texas Department of Public Safety faced a challenge supporting the state's rapidly growing population, as their traditional customer service struggled with 25,000 daily calls and hold times up to 35 minutes. To extend service beyond office hours and phone lines, they partnered with Salesforce to implement an AI agent, named Agent Sheri, using the vendor's Agentforce platform.

Powered by Salesforce's Agentforce, the solution provided 24/7 assistance via chat and voice, handling queries in English and Spanish. The implementation resulted in a 105% increase in Texans assisted, handled 5,000 chat conversations in its first week, and is projected to support 5 million calls annually. The project was launched in just 90 days with the help of Salesforce.

Texas Department of Public Safety